CRM Microsoft
CRM Fundamentals
> What is CRM and why it matters CRM concepts and business value >Types of CRM: . Sales . Customer Service . Marketing . Overview of the Microsoft Dynamics 365 ecosystem
Dynamics 365 Core Setup
> Dynamics 365 architecture > Environments and security roles > Entities (Tables), fields, and relationships > Data model best practices
Sales & Customer Management
> Leads, Accounts, and Contacts > Opportunity management > Sales process flow > Activities and customer interactions
Business Process Automation
> Business Process Flows (BPF) > Workflows vs. Power Automate > Validation rules and automation logic > Improving operational efficiency
Customization & User Experience
> Forms and Views customization > Dashboard creation > Charts and reports > Role-based user experience
Security & Data Management
> Security roles and access control > Data import and export > Data quality and governance > Audit and compliance basics
Integrations & Extensions
> Integrating Dynamics 365 with other systems > Power Platform overview: > Power Apps > Power Automate > Power BI > Common real-world integration scenarios
Real Business Scenarios
> CRM implementation lifecycle
> Requirement gathering and mapping
> Common CRM challenges and solutions
> Best practices from real projects
Final Project (Practical)
> Design a complete CRM solution for a business > Build entities, processes, and dashboards > Present the solution as a real CRM implementation
Module 1CRM Fundamentals
> What is CRM and why it matters
CRM concepts and business value
> Types of CRM:
> Sales
> Customer Service
> Marketing
> Overview of the Microsoft Dynamics 365 ecosystem
Module 2Dynamics 365 Core Setup
> Dynamics 365 architecture
> Environments and security roles
> Entities (Tables), fields, and relationships
> Data model best practices
Module 3Sales & Customer Management
> Leads, Accounts, and Contacts
> Opportunity management
> Sales process flow
> Activities and customer interactions
Module 4 Business Process Automation
> Business Process Flows (BPF)
> Workflows vs. Power Automate
> Validation rules and automation logic
> Improving operational efficiency
Module 5Customization & User Experience
> Forms and Views customization
> Dashboard creation
> Charts and reports
> Role-based user experience
Module 6Security & Data Management
> Security roles and access control
> Data import and export
> Data quality and governance
> Audit and compliance basics
Module 7Integrations & Extensions
> Integrating Dynamics 365 with other systems
> Power Platform overview:
> Power Apps
> Power Automate
> Power BI
> Common real-world integration scenarios
Module 8Real Business Scenarios
> CRM implementation lifecycle
> Requirement gathering and mapping
> Common CRM challenges and solutions
> Best practices from real projects
Final Project (Practical)
> Design a complete CRM solution for a business
> Build entities, processes, and dashboards
> Present the solution as a real CRM implementation
Course Outcomes
By the end of this course, participants will be able to:
> Clearly understand CRM concepts
> Work confidently with Microsoft Dynamics 365
> Customize and automate CRM processes
> Apply CRM solutions to real business scenarios
> Prepare for CRM roles such as:
CRM Consultant
Functional Analyst
